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Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc*

Old Mar 14, 20, 4:58 pm
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Last edit by: corporate-wage-slave
BA Covid-19 Rebooking / Cancellation / Refund Help & Advice

If your flight is cancelled by BA:
Commercial booking: Your options are: cash refund OR Future Travel Voucher (FTV) OR rebooking OR Avios credit
Redemption booking: Your options are: full refund of cash and Avios OR FTV OR rebooking.
BA Holidays booking: You should be given a refund pro-actively.

If your flight is cancelled by BA - any flight in the PNR - you can get a full refund so long as you booked directly with BA. You can only get a refund by telephoning BA. Refunds are taking between a few hours to a few weeks to be repaid, depending on the sort of booking made. If you don't wish to travel you can opt for an FTV or eVoucher valid for travel until 30 April 2022, though flights more than 355 days away are not currently bookable - flights are enabled at 355 days before departure. Vouchers such as 2-4-1 are also thereby extended. You can do this even if the flight is operating. The best advice we can give is to delay opting for an eVoucher options until the last moment, since if BA cancel your flight you have more options. BA have also adjusted the Standard Customer Guidelines so that if BA cancel the flight you can be rebooked to anytime in 12 months after you originally bought the ticket, so long as there is space in the cabin - there is no need to have a fare bucket available or Avios availability. If you choose the Avios credit you will get between 108 to 126 Avios per GBP of your fare. Note older posts in this thread may now be inaccuarate since the current policy has been amended several times.
===
If your flight is not cancelled but you don't wish to travel
Commercial booking: If you are eligible for Buy with Confidence, you can have an FTV valid until April 2022. Rebooking may lead to a fare recalculation but no change fee.
Redemption booking: Your can do the normal Avios refund, with the redeposit fee capped at GBP 35 per person. Alternatively for the same fee you can rebook to new dates subject to availability. Alternatively you can have an FTV.
BA Holidays booking: You may be get a refund proactively, otherwise you are looking at an FTV for at least the flight component of your trip, maybe for all components.

If all of the flights in your booking are still scheduled and you don't wish to travel then you best wait until a few days before departure in case there is a cancellation. As you can see above, a cancellation gives you better options. You are in scope with Buy with Confidence if you are flying between now and completing travel before 31 August 2021, also if you bought your ticket after 3 March and due to complete all flights before September 2021. The BA web page on this is:
ba.com/confidence
===
Below are some of the options / workarounds being suggested in order to obtain a refund as opposed to a Future Travel Voucher, but they probably no longer work:

Refund of Cancelled Flights:
  • Call BA (no longer a requirement to be travelling in the next 72 hours, you may need to make repeated calls to get through). Telephone numbers are in this thread, but you can also find them on BA.com at the bottom left of the website, under Help and Contacts.

Paid Seating Refund:
Bookings made using Lloyds Upgrade Voucher
You should expect to receive:
  • Full refund of Avios and money paid
  • A new voucher issued, which has validity for 6 months (from the date of issue, i.e. when you request the 'refund')

Lloyds Upgrade Voucher Notes
  • Flights can be used within 12 months, so it will be good for travel up until the end 6 months plus 12 months if you book just before the new expiry
  • It's been advised to take the voucher instead of rebooking as it gives me more flexibility.
  • The original expiry date of the voucher was irrelevant because the booking was cancelled.
  • You must book within 6 months of the voucher being issued and the ticket has 12 months validity so you can change flights after, provided the new flights are within the 12 month window.
  • You won't receive any email, only the refund and the miles.
How to find out the status of your voucher and the amount it contains Future Travel Vouchers versus eVouchers
  • See posts 3052 and 3151 to understand the difference. FTVs cannot be used online (and are not really vouchers), whereas eVouchers, issued for simple bookings, can be used online.
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Covid-19 BA Rebooking/Cancellation/Refund HELP & ADVICE *No Speculation etc*

Old Mar 26, 20, 2:09 am
  #1021  
 
Join Date: Jan 2007
Posts: 4,589
Originally Posted by WickedStepMother
I think StingWest is not so much worried about the time it is taking to process the voucher request, but is asking whether they can have a full refund instead, given that the flight in question has been cancelled since the voucher was requested.
I would also be interested in the answer to that question. The husband of a friend of mine had a flight to the US booked for April. I told her to tell him to hold his nerve and wait for the flight to be cancelled, but it turns out he has already applied for the voucher. If the flight is indeed cancelled before the voucher is processed can he try to get the money back instead?
Refer to post 1001 from Hawk777.

https://www.flyertalk.com/forum/32231154-post1001.html
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flashware is offline  
Old Mar 26, 20, 2:30 am
  #1022  
 
Join Date: May 2010
Location: Oxon, UK
Programs: Mucci des canapes, Skywards Gold, BAEC Gold, IC Plat Amb, Accor Gold
Posts: 1,921
Have tried to get an Avios and cash refund using the Javascript workaround. It is becoming more difficult to avoid the voucher or rebook screen. Eventually did so entering the link provided in Head for Points and got the message that my refund request had been received. No confirmatory e-mail (but I note the comments above). No change in MMB.

The flight is in mid-April - if no progress three days beforehand then I will call.

It would seem that this is not an 'error' given the efforts being made to prevent customers using a workaround rather than reinstating an option that (generally) worked perfectly for years....
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Old Mar 26, 20, 3:11 am
  #1023  
 
Join Date: Apr 2007
Location: UK/Australia
Programs: BAEC Gold, UA2MM, QF Platinum, VA Platinum.
Posts: 2,409
Originally Posted by britenbsas
Was this for a cash booking? If you had a non-refundable cash ticket and the flight is still operating, you will only get a nominal amount of taxes back if you request a refund
Indeed, but this was preferable to a voucher that may never be usable. Oh, and the taxes were over half the value of the ticket cost.

Don't trust BA.
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Grace B is offline  
Old Mar 26, 20, 3:40 am
  #1024  
 
Join Date: Feb 2014
Location: Surrey, UK
Programs: BA GGL
Posts: 456
Originally Posted by pomkiwi
Have tried to get an Avios and cash refund using the Javascript workaround. It is becoming more difficult to avoid the voucher or rebook screen. Eventually did so entering the link provided in Head for Points and got the message that my refund request had been received. No confirmatory e-mail (but I note the comments above). No change in MMB.

The flight is in mid-April - if no progress three days beforehand then I will call.

It would seem that this is not an 'error' given the efforts being made to prevent customers using a workaround rather than reinstating an option that (generally) worked perfectly for years....
Ditto.

I can't escape the travel voucher screen on any of my future bookings now despite having been able to do so last Sunday. Having done it previously and received confirming email makes me think this is not me being technologically inept.
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Iamnotlost is offline  
Old Mar 26, 20, 3:58 am
  #1025  
 
Join Date: Mar 2020
Location: London
Programs: BA Silver
Posts: 5
Still haven't received the travel voucher I grudgingly requested back on the 14th.

It's surprisingly anxiety-inducing getting notifications about the flights you legally cannot take and which you've requested a voucher for, hoping that BA will eventually get around to it.
Xoomer is offline  
Old Mar 26, 20, 4:01 am
  #1026  
 
Join Date: Sep 2004
Location: One & Only: L O N D O N
Programs: BA Gold
Posts: 1,339
I'm flying to Kuwait with BA, cash booking, early April.

There are no commercial flights in/out of Kuwait, and yet in MMB the flight status is active and BA have sent me three separate emails saying"we look forward to your upcoming flight".

When I checked the flight status on BA.COM, the date I am departing is still not within the window period (I need to wait a few days). However, all KWI flights are marked as cancelled close to my departure date.

Why is BA doing this? It's obviously the flight will be cancelled. Why not give passengers as much notice as possible?

Once I do have an email from BA confirming a cancellation, will I have the choice of a full refund?

Thanks,
FCL

Last edited by firstclasslad; Mar 26, 20 at 4:43 am
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Old Mar 26, 20, 4:32 am
  #1027  
 
Join Date: Feb 2009
Programs: Executive Club
Posts: 1,027
Lloyds Voucher Booking

Just cancelled a booking which was upgraded using Lloyds voucher. Full refund of Avios and money paid and a new voucher issued, which has validity for 6 months (from today) and then flights can be used within 12 months. So it will be good for travel up until the end of September 2021. Was advised to take the voucher instead of rebooking as it gives me more flexibility.

I waited 60 mins first time to get through and automatically cut off, then 21 mins on the second call.
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JessicaB is offline  
Old Mar 26, 20, 5:10 am
  #1028  
 
Join Date: Dec 2009
Posts: 2,525
My next BA flight is in early May from Luxembourg so still a while before anything needs to be done/decided, but, I am surprised to see still quite a lot of flights to/from LUX running! Looks like there is a good chance mine won't be cancelled. :/
Dan1113 is offline  
Old Mar 26, 20, 5:55 am
  #1029  
 
Join Date: Jan 2007
Posts: 4,589
Originally Posted by JessicaB
Lloyds Voucher Booking

Just cancelled a booking which was upgraded using Lloyds voucher. Full refund of Avios and money paid and a new voucher issued, which has validity for 6 months (from today) and then flights can be used within 12 months. So it will be good for travel up until the end of September 2021. Was advised to take the voucher instead of rebooking as it gives me more flexibility.

I waited 60 mins first time to get through and automatically cut off, then 21 mins on the second call.
So the new voucher issued was basically a Lloyds Upgrade Voucher? e.g. let's say you had a one way flight to CDG for 4,500 + 17.50 or so; you were then refunded 4,500 Avios, 17.50 and given a new voucher that has an expiry of 6 months from now by which time you only need to book? But travel has to be within 12 months?

Edit: did you call Avios or BA?

Last edited by flashware; Mar 26, 20 at 6:04 am
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Old Mar 26, 20, 6:03 am
  #1030  
 
Join Date: Feb 2009
Programs: Executive Club
Posts: 1,027
Originally Posted by flashware
So the new voucher issued was basically a Lloyds Upgrade Voucher? e.g. let's say you had a one way flight to CDG for 4,500 + 17.50 or so; you were then refunded 4,500 Avios, 17.50 and given a new voucher that has an expiry of 6 months from now by which time you only need to book? But travel has to be within 12 months?
Yes mine was a long haul so I booked Premium Economy and used the voucher to upgrade to Club. I paid 75000 miles plus about 600 in tax when I originally booked. I will get that refunded and also have the voucher revalidated for 6 months so I need to book by September and travel before September 2021
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Old Mar 26, 20, 6:06 am
  #1031  
 
Join Date: Jan 2017
Location: London
Programs: BAEC Gold
Posts: 213
Originally Posted by Iamnotlost
Ditto.

I can't escape the travel voucher screen on any of my future bookings now despite having been able to do so last Sunday. Having done it previously and received confirming email makes me think this is not me being technologically inept.
My flight tomorrow finally got canceled, but I couldn't get the javascript refund to work either today and kept ending up on the travel voucher paid. Decided to phone and sit on hold, but gold line answered within a few minutes, refund processed and I was off the line in less than 5 min.
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Old Mar 26, 20, 6:20 am
  #1032  
 
Join Date: Jan 2007
Posts: 4,589
Originally Posted by JessicaB
Yes mine was a long haul so I booked Premium Economy and used the voucher to upgrade to Club. I paid 75000 miles plus about 600 in tax when I originally booked. I will get that refunded and also have the voucher revalidated for 6 months so I need to book by September and travel before September 2021
That's great, thanks for the data point - it is probably worth adding that to the Wiki.

Do you by chance remember your original expiry of the upgrade voucher? Just want to ensure it's 6 months from when they process the 'refund' rather than just extending the original voucher by 6 months
flashware is offline  
Old Mar 26, 20, 6:27 am
  #1033  
 
Join Date: Sep 2004
Location: One & Only: L O N D O N
Programs: BA Gold
Posts: 1,339
Originally Posted by firstclasslad
I'm flying to Kuwait with BA, cash booking, early April.

There are no commercial flights in/out of Kuwait, and yet in MMB the flight status is active and BA have sent me three separate emails saying"we look forward to your upcoming flight".

When I checked the flight status on BA.COM, the date I am departing is still not within the window period (I need to wait a few days). However, all KWI flights are marked as cancelled close to my departure date.

Why is BA doing this? It's obviously the flight will be cancelled. Why not give passengers as much notice as possible?

Once I do have an email from BA confirming a cancellation, will I have the choice of a full refund?

Thanks,
FCL
My PNR shows blank now.... anyone else had this?

I've received no email stating my flights have been cancelled yet
firstclasslad is offline  
Old Mar 26, 20, 6:35 am
  #1034  
 
Join Date: Aug 2011
Posts: 48
Not sure if I should be worried about this...

Was due to fly LHR to MIA 25/03/20. Originally WT+ with first flight upgraded to CW with Avios/cash. Return flight in April was cancelled, so phoned 22/03 to cancel whole booking for cash refund.

60,000 Avios were credited later that day but no sign yet on credit card of refund. During the conversation, BA asked for my email address and said that it did not match their records but would not say what they did have. Very odd, but they did not make a big thing of it.

Checked MMB today and my partners flight is just showing the return flight and when you go in, says booking is in the process of being cancelled. On my MMB it shows the outbound flight on some weird dates in June! If I go into the booking, it says booking is in the process of being cancelled.

I know it is a bit early to expect the refund to show on my credit card, although people who cancelled on Monday have mentioned that they have already been refunded BUT the odd email address and June dates is making me nervous. I am not sure whether to leave it a bit longer or contact them.... I am worried that they may have refunded the wrong credit card or something.

Last edited by MichelleUK1; Mar 26, 20 at 6:37 am Reason: Missed word
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Old Mar 26, 20, 6:50 am
  #1035  
 
Join Date: Jul 2013
Posts: 319
Can anyone advise me. My original booking was using a 241 voucher with my outbound flight to MIA in January. I then added the return flight for April when those flights became available.

I am now stuck in the US and BA have cancelled the return flights. The only option I appear to be given is a refund or to re book. Is this a restriction because I used a 241 voucher.?

I cannot get through on the phone due to the long waiting times and BA is not replying to me via twitter.

I am getting more concerned if the U.K. stop flights from the US prior to my original return date.

i shall be grateful for any views from those of you with more experience of how BA operate.
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